Creating Program Service Calls Using Process Flow

Service call processing in Oracle Utilities Digital Asset Cloud Service and Oracle Utilities Digital Asset Management can be initiated, monitored, and maintained using the Process Flow portal and functionality. This allows users to step through a series of panels on which they enter information about the customer, their location, and other information. See About Service Calls for more information.

Service call process flows are initiated from the Current Enrollment zone of the Customer Portal.

When navigating between panels on the Process Flow portal, the Next and Previous buttons allow you to move to the next or previous panels in the process respectively. To save your progress and settings before moving on to the next panel, click Save. Click Finish on the Summary panel to mark the process flow as Closed. To cancel the process, click Cancel Process. This transitions the service task to the "Canceled" state. See Action Method in the Administrative User Guide for more information the process flow functionality,

The following sections describe the content on the different panels used in enrollment and unenrollment process flows.

Customer

The Customer panel is used to specify data about the customer associated with the service call. This includes the following:

Customer Information: This section displays information about the customer, including:

  • Contact: The customer who initiated the service call

  • Metered Service: The customer's metered service record

Location Information: This section displays information about the customer's location, including:

  • Metered Service Point: The customer's metered service point

Interaction Details: This section is used to capture details around customer interaction. The information in this section is used to create Customer Communications. See About Customer Communications for more information.

  • Channel: The channel used for the communication, such as email or phone

  • Class: The class of the communication, such as enrollment, unenrollment, trouble report, and so on

  • Category: The category of the communication, such as written or verbal

  • Notes: Notes associated with the communication

Program Service Call

The Program Service Call panel is used to specify details related to the service call. This includes the following:

Program Service Call: This section is used to select the service task type for the service call.

  • Service Task Type: The service task type to use for the service call.

Details: This section is used to specify details regarding the service call, including:

  • Category: The category of the service call. Options include "Emergency" and "Non-Emergency".
  • Related Program Service Call: A related program service call. This is used if the current service call is somehow related to a previous service call. This is used often when selecting either "Escalate" or "Resolved" actions (below).
  • Action: The action to be taken for the service call. Options include:
    • Create a Work Order: Creates a work order based on a selected Template Work Order. Available template work orders are defined on the service task type.
    • Escalate: Escalates an existing service call. Used with a Related Program Service Call. This creates a To Do Entry based on the the Escalation To Do Type defined on the service task type. The To Do Entry can be assigned to one of the To Do Roles defined for the Escalation To Do Type from the Assigned to drop-down list.
    • Resolved: Resolves an existing service call. Used with a Related Program Service Call. Service calls with this action are closed when finished.

Interaction Details: This section is used to capture details around customer interaction. See description above.

Summary

The Summary panel displays a summary of information related to the service call, including:

  • Program Service Call: The Service Task used by the process and its current status.

  • Customer Information: Contact and identification for the customer, including the customer's Metered Service record .

  • Location Information: Location information for the service call, including the customer's Metered Service Point.

Click Finish on the Summary panel to initiate the action selected on the Program Service Call panel. Click Cancel Process to cancel the process.